Combined Return Merchandise Authorization release notes for upgrades from Yokohama to Zurich

zurich Combined Product Files

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zurich Combined Product Files

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Combined Return Merchandise Authorization release notes for upgrades from Yokohama to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Return Merchandise Authorization release notes for upgrades from Yokohama to Zurich

This consolidated release notes page helps ServiceNow customers prepare for the upgrade of Return Merchandise Authorization (RMA) from the Yokohama release family to Zurich. It summarizes new features, changes, activation instructions, and important considerations introduced in the Zurich release. If a release version had no updates, it is explicitly noted to clarify no changes occurred.

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New features

Return Merchandise Authorization enhancements: In Zurich, customers can create cases for defective products within a specified warranty period, streamlining the RMA process to improve efficiency and customer satisfaction.
Granular roles in Install Base Management: Zurich introduces new granular roles under the install base admin role, such as read, write, create, delete, customer data viewer, and case viewer. These roles provide more precise control over administrative tasks related to install base and sold product entities.

Changes

Enhancements in the RMA case flow: Agents can now initiate, track, and close RMA cases for install base items directly within the Agent Workspace. This improvement bridges self-service and full support channels, making the returns process easier to manage.

Activation and requirements

Activation: To enable Return Merchandise Authorization, customers must install the RMA Case Management (sncsmrmacase) plugin by requesting it via the ServiceNow Store.
Browser support: Starting with Zurich, RMA Case Management for Sales and Order Management does not support mobile devices or Internet Explorer, so customers should plan accordingly.

Other important notes

There are no deprecated or removed features for RMA between Yokohama and Zurich releases.
No additional requirements, accessibility, or localization changes were introduced in Zurich for RMA.

Key outcomes

Improved control and security with granular install base roles.
Simplified and efficient RMA case handling directly in Agent Workspace.
Enhanced customer experience by enabling case creation within warranty periods and bridging self-service with agent support.
Clear guidance on plugin activation and supported environments to ensure smooth upgrade and adoption.

Consolidated page of all release notes for Return Merchandise Authorization from Yokohama to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Return Merchandise Authorization release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Return Merchandise Authorization to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for Return Merchandise Authorization.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Return Merchandise Authorization Enable customers to create cases for defective products within a specified warranty period. Streamline the process for RMA, promoting a smooth and efficient experience for both customers and businesses. Granular roles in Install Base Management The following new granular roles are added with the [sn_install_base.install_base_admin] admin role, which is installed with Customer Service Install Base Management [com.snc.install_base] plugin: sn_install_base.install_base_read sn_install_base.install_base_write sn_install_base.install_base_create sn_install_base.install_base_delete sn_customerservice.customer_data_viewer sn_customerservice.case.viewer These roles provide you with more control over administrative tasks like read, write, create, delete, data view, and case view related to install base and sold product related entities.

Changes

Between your current release family and Zurich, some changes were made to existing Return Merchandise Authorization features.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Enhancements in the RMA case flow Streamline the sales return process by enabling agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace. It also bridges the gap between self-service and full support, which makes returns easier to handle.

Removed

Between your current release family and Zurich, some Return Merchandise Authorization features or functionality were removed.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Return Merchandise Authorization features or functionality were deprecated.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Return Merchandise Authorization.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Install RMA Case Management (sn_csm_rma_case) by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes. Return Merchandise Authorization is available with activation of the RMA Case Management (sn_csm_rma_case) plugin. For details, see Return merchandise authorization.

Additional requirements

If any additional requirements were introduced or changed for Return Merchandise Authorization we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Return Merchandise Authorization we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Starting with the Zurich release, RMA Case Management for Sales and Order Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.

Accessibility information

Review details on accessibility information for Return Merchandise Authorization, such as specific requirements or compliance levels.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for Return Merchandise Authorization we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Return Merchandise Authorization we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Streamline sales return by enabling agents to manage RMA cases in Agent Workspace and bridging self-service with full support for a smoother experience. Handle product cases efficiently to streamline the return process and enhance the customer experience. See Return Merchandise Authorization for more information.